Wrong listing by host

[Prashant28]

Hello! 

Me and my girlfriend had a problem with Airbnb when host provided us totally different, small and worse flat that listed originally. On contacting Airbnb One of the customer managers couldn't provide us a satidsatisfa solution. So my girlfriend who herself hosts in Milan, Italy decided to share here and find a probable solution.

I'm writing to you longing for your understanding and help. Me and my boyfriend booked flat through AIRBNB in Pune, India recently. And we were cheated by the agent who rent that flat. Prashant Agrawal who I was doing check in with was already speaking about this situation with Razelle (as I understand she's the case manager) but nothing was figured out. So I have to write it again myself hoping that you will take fair decision and understand us. And we hope to get the refund.

Here is what happened. I've been using airbnb for a long time and never had such problems. I'm not new here and moreover I was renting my flat in Milan myself for a long time. So I can understand both sides since I was client from both sides. And I can assure you that what happened is a fraud which is unacceptable on such international platform as AIRBNB.

So, the number of the booking is HMCYM48MYS.

We checked in on 20th of February. We were shocked because right away we saw that the apartment is absolutely different from what was claimed in airbnb ad. And it's not about photoshop, of course I understand that usually pictures are getting edited and it's absolutely normal. The furniture was different, the flat itself was different (the walls, the windows), it was absolutely another apartment. Does AIRBNB think it is okay? Isn't it a fraud according to Airbnb policy?

Then they offered another flat where we spent 1 night but that flat was also nothing even near from what was advertised (we took pictures to prove it). It was not only another apartment but also super dirty, lots of dust. And we paid not little money for this.

So the next day we wrote to airbnb case manager and she also advised us to check out. So we found another flat and we checked out. We had to find in a real rush another apartment.

I want to notice also that the same moment we checked out this airbnb host added the real photos of the flat (as an addition to those that were there). So they have lots of apartments and they check in people not according to the photos but wherever they want. Now yes they placed the photos (along with the other ones) of the flat where we were but still from the ad it's not clear which flat you're checking in.

I don't know what lie the say to you that you're taking now their side. They are fraudsters and the will keep cheating people.

Honestly, if I check in only for one night I would confine by negative review only, but we rented it for 2 weeks and we were supposed to work online from the flat and that's why we wanted to rent exactly that flat, that seemed comfortable for that goal.

I am also a blogger. I have subscribers who travel and use my tips and recommendations and I will have to write all about this experience which will work against airbnb image. And I'm sorry to have negative experience with airbnb. So I still hope we can figure it out.

What we want is to get our money back. I understand that it's not airbnb fault that it happened but it's your work and our rights to have justice in such a straight forward fraud case where we have to lose 36500 rupees which is approximately $515. What we want is to get refund for those nights that we hadn't spent there. And of course we're ready to pay for 1 night that we spent in that place.

I remind that we spent only 1 night there. Why shall we pay now $515 just for 1 night in a horrible place? Does AIRBNB want their customers have such an experience? I doubt that. And I'm sure you'll understand what we feel.

I do hope to get your response soon and to get your assistance.

My e-mail: **
My whatsApp: +**

Have a great day,
Masha

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